Boyne Resorts

Lift Tickets-Guest Service Specialist

US-MT-Big Sky
1 month ago
Requisition ID
2017-1844
# of Openings
50
Big Sky Resort
Position Type
Seasonal Full-Time
Season
Winter
Category
Mountain Sports and Services

Overview

Supervisor: Neil Johnson

Shift Available: Approx. 8:00am to 4:30pm with varied days off

Wage Information: $11.00/hr or dependent on experience

 

Guest Service Specialists are responsible for selling and fulfilling all lift tickets products for Big Sky Resort.  This position requires efficient data entry skills using our RTP point of sale system, patience and listening skills when assisting guests with our product offerings, and effective communication regarding mountain conditions in an effort to allow our guests to get out on the mountain as quickly as possible.  You are a main point of contact for our guests and other departments for information on lift tickets, lift openings and closures, restaurants around the mountain, activities and special events on and off the mountain, as well as other services that Big Sky Resort provides.  Excellent guest service, basic computer skills, flexibility in a work place and is greatly affected by the outdoor environment, the ability to learn quickly and work independently are all a must.  Prior resort and POS/cash handling experience is a plus.    INDOOR approximately 90% of time, OUTDOOR approximately 10% of time.

 

 

Responsibilities

Guest Service Specialists will be in continuous contact with guests throughout their work day. The Mountain Services department is a part of the Mountain Sports and Services Division the includes the Ski School and Basecamp. They will also be in direct contact with all of the Mountain Operations team including Lift operations, Ski Patrol, Lift Maintenance, and the Road Crew. They will also be in contact with other employees from other departments that may have questions about the mountain, tickets, passes, etc. The Mountain Services team works directly or indirectly with ALL other departments throughout the resort.

 

Guest Service Specialists will work in one of three office locations on a daily basis, but will be assigned a home office where they will spend the majority of their time. The Madison and Mountain Village offices will have Ticket Sales Supervisors stationed at each location daily. The Moonlight Lodge office is an external location and will be supervised by the Madison Ticket Sales Supervisor. The Guest Service Specialist in that location will have contact via phone and email with that supervisor.

 

Guest Service Specialists work in a fast pace office environment. We speak with thousands of guests on a daily basis and must be able to maintain a positive attitude in each of those interactions. Challenging guest interactions can also be present on a daily basis.  Those may take place for many different reasons and it is important for the successful Guest Service Specialists to listen to guests and help in any way that they are able to do so. 

 

  • Assist guests with their day tickets and multi-day lift tickets in a fast pace office environment.
  • Must understand/learn the criteria for all of the lift access products for Big Sky Resort.
  • Accountable for their cash drawer each day; must be able to balance all products sold against receipts.
  • Responsible for meeting, greeting and assisting guests as they arrive at the resort before, during and after the ski day.
  • Knowledge of Big Sky Sports products, mountain terrain, area services, activities and events to assist in guest service.
  • Will be required to quickly assess lift tickets and passes issues and understand how to remedy the issue.
  • Must be familiar with daily snow and grooming report.
  • Answer guests issues and questions correctly, promptly and politely.
  • Shifts may rotate locations between the three different office locations around the mountain.
  • A few hours of outdoor work may be required each week.
  • Answer phones and guest questions via phone calls in a professional manner.
  • Answering guest questions via email.
  • Skiing/snowboarding experience is a plus, but willingness to learn is a must.  Riding (Green slopes) may be required on any workday

Qualifications

  • Previous experience working directly with guests is necessary for the Guest Service Specialist position.   We are around guests 100% of the working day and must be comfortable in that environment.  Continuous, positive interaction with guests is a must.  A successful GSS will be comfortable initiating and maintaining conversations with guests throughout the work day.  Guest Service Specialists must have excellent listening skills and the ability to think quickly.
  • Previous employment at a resort, cash handling and point of sale experience is preferred, but not a must for the right candidate.
  • There is a significant amount of area and ticketing knowledge that each Guest Service Specialist must learn to successfully assist resort guests.  A week of paid training at the beginning of employment will provide much of that information, but spending off time at the resort and the surrounding area is necessary to gain additional information.  Skiing or riding abilities are not necessary, but a willingness to learn is important.  Skiing/riding will allow you to gain a deeper understanding of the mountain which you will be able to share with guests.

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